senior Manager - Training
JOB DESCRIPTION
The Senior Manager Training is responsible for leading the overall learning and development strategy to strengthen workforce capabilities across lines of business. The role ensures the alignment of training programs with organizational goals fosters a culture of continuous learning and drives performance improvement through innovative training frameworks. The Senior Manager partners closely with operations quality and client teams to assess training needs design scalable solutions and ensure excellence in execution and outcomes.
Key Responsibilities
Strategic Training Leadership
• Develop and implement a comprehensive training and capability development strategy aligned with business objectives and client expectations.
• Partner with operation leaders to forecast future skill requirements and design proactive learning solutions.
• Define and monitor training governance frameworks ensuring consistency in delivery and evaluation across programs.
Program Design and Implementation
• Oversee design development and delivery of training programs for new hires ongoing operations leadership development and functional upskilling
• Introduce modern learning methods blended virtual digital and experiential to drive engagement and retention
• Evaluate training effectiveness using analytics and data driven insights to refine content delivery methods and trainer performance
Team Leadership and Capability Building
• Lead and mentor a team of Training Managers Trainers and Subject Matter Experts across multiple processes
• Establish a continuous improvement culture by encouraging innovation experimentation and sharing of best practices within the training team
• Ensure succession readiness within the training function by developing internal talent pipelines
Stakeholder Management
• Collaborate with Operations Quality and HR to align training interventions with business performance metrics such as accuracy quality productivity and customer satisfaction
• Engage with senior leadership to present training insights plans and outcomes and incorporate feedback into strategy refinement
• Partner with external training vendors and technology partners for specialized or large scale programs
Governance and Compliance
• Establish a centralized learning management system or equivalent repository for tracking certification and compliance reporting
• Ensure training records evaluation reports and certifications are maintained accurately and in compliance with audit requirements
• Conduct quarterly curriculum reviews and content refresh cycles to keep materials updated and relevant